1. Why We Don’t Follow Doctor’s Orders Strategies to Improve Patient Cooperation Scott Zimmerman President, TeleVox Software © TeleVox Software Inc.

2. Learning Objectives 1.Understand the gap between prescribed treatment plans and patient follow-through. 2.Recognize key components in successful behavior change journeys 3.Explore technology’s role in improving communication between visits.

3. The lack of follow-through exasperates doctors; only of healthcare professionals feel they are successfully helping their patients become healthier individuals. of healthcare professionals say their patients acknowledge the situation and have good intentions, many patients make excuses as to why they “CAN’T” take charge of their personal health. Although Where we are today 34 out of Americans (83%) Admit they don’t follow treatment plans given by their doctor exactly as prescribed. TeleVox Research Report: “A Fragile Nation in Poor Health,” 2012

4. 1. Providers don’t have the resources to support follow through 2. There’s too much time between appointments What’s in the way? 4. Patient engagement needs to evolve 3. Change is overwhelming for the patient

5. Small steps lead to big changes PROVIDER QUESTIONS PATIENT RESPONSES SMALL STEPS What do you want to happen? Why is that important to you? What other benefits? What have you tried? What did you learn? I want to lose 20 pounds. I want to feel better about myself. I joined a gym. I always made excuses not to go. 20 minutes of walking, 5 days/ each week. What small step are you willing to take? I can try walking. How do you see it happening given your current commitments? I can do it during my lunch breaks. If I schedule it, I can stick to it. Get specific:

6. It’s a journey with ups & downs Timid Frustrated Energized Stressed

7. It’s a game - keep score! Eliminate simple sugars. Goal #1Goal #2Goal #3 Include lean protein and veggies in every meal. 20 minutes of walking, 5 days a week. How is this going for you? Great, let’s add another small change. You’re doing even more! Why is this working? Goal for next time? You have come so far! Keep up the momentum!

8. 85% of patients think that communications such as emails, texts and voicemails are as helpful or more helpful than in- person or phone conversations with their healthcare provider. Healthcare professionals believe that with proper motivation and coaching the majority of their patients will take the necessary steps to become healthy. A possible solution Provider ActionsPatient Reactions TeleVox Research Report: “A Fragile Nation in Poor Health,” 2012

9. Close gaps with technology cost avoidance from member compliance on Rx refills increase in cancer screenings reduction in return ER visits increase in inbound calls to nurse line and 3x greater nurse line adoption reduction in missed appointments More than just checking a box… meaningful results

10. Getting more patient cooperation Three ways you can make a difference Make their day. 1 Show them the way. 2 Extend care beyond the exam room. 3

11. “I feel supported.” “I am more honest with myself. And my doctor.” “I trust my doctor.” “My doctor cares about me.” “I’m going to stick with this. And I’m going to stick with my doctor.”

12. 2. Patients need a new perspective Additional thoughts/questions on materials today? Want to collaborate on other ideas? Pressing practice problem where we might help? Contact me: scottz@televox.com Follow me: @scottzsays Healthy World reports can be found @ www.televox.com/healthyworld